Business Analyst

Your new company

Be a part of a government institute, engaging with exciting new technologies.

Your new role

We are looking for a Business Analyst to support and enhance its Customer Feedback Management System (CFMS) built on MicrosoftDynamics 365.

This role will focus on BAU support, governance, and continuous improvement, ensuring the system remains stable, efficient, and aligned with business needs for managing public feedback across multiple channels.

Key Responsibilities

• Manage day-to-day BAU operations of CFMS to ensure system availability and performance
• Serve as the primary point of contact for CRM-related issues, requests, and enhancements
• Handle and prioritise incidents, service requests, and change requests in line with SLAs
• Perform root cause analysis and coordinate issue resolution with IT teams, vendors, and GovTech
• Configure and maintain Microsoft Dynamics 365 components (workflows, forms, dashboards, business rules)
• Oversee release management, system configuration, and change control
• Ensure data quality, integrity, and compliance, including PDPA requirements
• Support enhancements (requirements gathering, testing, deployment coordination)
• Maintain documentation such as SOPs and knowledge base articles
• Drive reporting, analytics, and continuous improvements
• Manage stakeholders and vendors to ensure effective service delivery

What you need

Strong experience as a Business Analyst in CRMenvironments

Hands-on experience with Microsoft Dynamics 365 configuration

Experience managing tickets, incidents, and SLAs

Proficiency in tools such as JIRA and Confluence

Strong analytical, problem-solving, and stakeholder management skills

Preferred:

• Experience working in SLA-driven or vendor-managed environments
• Exposure to public sector or regulated environments

About the System

The Customer Feedback Management System (CFMS) is a centralized platform that consolidates feedback and enquiries from multiple channels (phone, email, online forms), enabling efficient tracking and response to public interactions.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, whatsapp Eric at Hays on +65 86789212 or email ***email_hidden*** for a confidential discussion.

Referrals are welcome.

EA Reg Number: R26160884

EA License Number: 07C3924 | Company Registration No:200609504D